The customer-driven organization : employing the kano model /

Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front. Exploring...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Coleman, Lance B. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Boca Raton, FL : Productivity Press, an imprint of Taylor and Francis, 2014.
Edición:First edition.
Temas:
Customer services.
Manufacturing industries > Customer services.
Service à la clientèle.
Industrie manufacturière > Service à la clientèle.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Chapter 1 Introducing the Kano Model
  • chapter 2 Shifting Focus
  • chapter 3 Planning Tools
  • chapter 4 Deployment Tools
  • chapter 5 Metrics and Monitoring
  • chapter 6 Root Cause Analysis
  • chapter 7 Project Management
  • chapter 8 Putting All the Pieces Together
  • chapter 9 Conclusion.

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